---
sourceDocument: Australia ServiceNow AI Platform Capabilities
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/servicenow-platform

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia ServiceNow AI Platform Capabilities

ft:clusterId :

    - platcap

bundleId :

    - platcap

workflow :

    - Platform


---

# ServiceNow Otto for Configuration Management Database (CMDB)

# ServiceNow Otto for Configuration Management Database (CMDB) {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 5 minutes to read
Summarize  
![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI  
This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.  

## Summary of ServiceNow Otto for Configuration Management Database (CMDB)

ServiceNow Otto for CMDB is a specialized application designed to enhance the quality and management of Configuration Management Database (CMDB) data.
It enables customers to efficiently search the CMDB, identify and resolve issues related to Service Graph Connector import sets, and streamline various CMDB processes through AI-powered capabilities.
Show full answer Show less  

## Key Features

* **Concise CI Data Summaries:** Otto provides clear summaries of key Configuration Item (CI) data, aiding in quicker understanding and troubleshooting.
* **Deduplication Assistance:** It supports resolving duplication tasks within the CMDB to maintain data integrity.
* **AI Agentic Workflows:** Utilizes artificial intelligence-driven workflows to accelerate CMDB-related outcomes, improving efficiency.
* **Model Provider Flexibility:** Supports multiple large language models (LLMs) including Now LLM Service, Azure OpenAI, Google Gemini, and Anthropic Claude, configurable via AI Control Tower and AI Admin Hub.

## Important Considerations

* Not all AI model providers and features are available in all regions or for all customers, particularly those with in-country SKUs or operating within regulated environments such as FedRAMP, NSC DOD IL5, or Australia IRAP-Protected data centers.
* Customers should regularly check for updates on feature availability in future releases.
* AI-generated outputs may not always be fully accurate or appropriate; customers are advised to apply human oversight and thorough testing before relying on these outputs, especially in critical sectors like healthcare, finance, or security.
* Customers must comply with ServiceNow's AI Acceptable Use Policy when using Otto.

## Data Handling and Privacy

* Data from individual ServiceNow instances is transferred to a centralized ServiceNow environment, which may be hosted in different geographic regions or on third-party cloud providers such as Microsoft Azure.
* Data processing follows ServiceNow's strict internal policies and compliance standards, accessible via the CORE Compliance Portal.
* ServiceNow collects inputs, outputs, and user edits related to Otto to improve AI technologies; however, customers can opt out of this data collection at any time.

## Support and Troubleshooting

Customers can access help and resources through the ServiceNow Community, Known Error Portal, and Customer Service and Support channels to address questions or issues encountered while using Otto for CMDB.  
Use ServiceNow Otto for Configuration Management Database (CMDB) to improve the quality of CMDB data, search the CMDB quickly, find and remedy issues with Service Graph Connector import sets, and several other processes.

## Get started {#now-assist-landing-cmdb__cf-app-landing-get-started}

|-|-|
| [ExploreLearn about ServiceNow Otto for CMDB](https://www.servicenow.com/docs/m_WCxbf8OsPS5YCT5qTFMA "With the ServiceNow Otto for CMDB application, you can use Agentic AI to search the CMDB, summarize discovery, ownership and related information for a CI, and fix failed SGC import sets. You can also follow step-by-step guidance to help you remediate duplicate CIs, improve CMDB data accuracy, completeness, and health .") | [ConfigureActivate ServiceNow Otto for CMDB](https://www.servicenow.com/docs/cA2TnGqeNYS6U7APLHt35w "Configure ServiceNow Otto for CMDB.") |
| [Using skills in ServiceNow Otto for CMDB](https://www.servicenow.com/docs/8s3T2rz3i_ji61WfF19DOQ "Use ServiceNow Otto for CMDB skills to view a concise summary of key CI data, to help you to resolve deduplication tasks, and several other processes.")[Use ServiceNow Otto for CMDB skills to view a concise summary of key CI data, to help you to resolve deduplication tasks, and several other processes.](https://www.servicenow.com/docs/7BHSQ62LV3S5PfgW7xXQuw "Reference topics provide detailed descriptions of tables, properties, forms, and roles that are used in the CSDM framework.") | [Using agentic workflows in ServiceNow Otto for CMDBApply AI agentic workflows to accelerate results.](https://www.servicenow.com/docs/TNcyRwNLzoQJyN97UyARvw "Users with the sn_cmdb_user role can access several ServiceNow Otto for CMDB agentic workflows.") |
| [Reference Reference topics provide additional information about the property settings that you use to configure and administer ServiceNow Otto for CMDB.](https://www.servicenow.com/docs/7BHSQ62LV3S5PfgW7xXQuw "Reference topics provide detailed descriptions of tables, properties, forms, and roles that are used in the CSDM framework.") |   |
[ ]

{#now-assist-landing-cmdb__table_mzj_vxd_rcc}  
Important:  
* Not all model providers are available for customers with in-country SKUs, and some AI products/features are currently unavailable for in-country customers. For more information, see the [KB1584492](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1584492) article in the Now Support Knowledge Base. Be sure to check for model provider availability updates in future releases.{#now-assist-landing-cmdb__na-in-country-notice}
* Some AI products/features are currently unavailable for customers in the FedRAMP, NSC DOD IL5, or Australia IRAP-Protected data centers, self-hosted customers, or in other restricted environments. For more information, see the [KB0743854](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0743854) article in the Now Support Knowledge Base. Be sure to check for availability updates in future releases.{#now-assist-landing-cmdb__na-restricted-envs-notice}
* Some AI products/features are currently available only for customers in some regions. Be sure to check for availability updates in future releases.{#now-assist-landing-cmdb__na-standalone-language-notice}
* Some AI products and skills are not available in Regulated Markets. For more information, see [KB2593939: Regulated Markets AI Products/Skills Not Available](https://support.servicenow.com/kb?id=kb_article_view&sys_kb_id=e8d7cc82475aba90b7832920326d4362). Be sure to check for availability updates in future releases.
{#now-assist-landing-cmdb__ul_j3b_4vd_wcc}

## Troubleshoot and get help {#now-assist-landing-cmdb__cf-app-landing-get-help}

* [Ask questions and explore other resources for in the ServiceNow Community](https://www.servicenow.com/community/)
* [Search the Known Error Portal for known error articles](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0597477)
* [Contact Customer Service and Support](https://support.servicenow.com/now)
{#now-assist-landing-cmdb__ul_rzj_vxd_rcc}

## AI limitations {#now-assist-landing-cmdb__section_w4v_wxm_xyb}

This application uses artificial intelligence (AI) and machine learning, which are rapidly evolving fields of study that generate predictions based on patterns in data. As a result, this application may not
always produce accurate, complete, or appropriate information. Furthermore, there is no guarantee that this application has been fully trained or tested for your use case. To mitigate these issues, it is your responsibility
to test and evaluate your use of this application for accuracy, harm, and appropriateness for your use case, employ human oversight of output, and refrain from relying solely on AI-generated outputs for decision-making
purposes. This is especially important if you choose to deploy this application in areas with consequential impacts such as healthcare, finance, legal, employment, security, or infrastructure. You agree to abide by [ServiceNow's AI Acceptable Use Policy](https://www.servicenow.com/ai-acceptable-use-policy.html), which may be updated by ServiceNow.{#now-assist-landing-cmdb__p_kv2_nfg_h1c}

## Data processing {#now-assist-landing-cmdb__section_x4v_wxm_xyb}

This application requires data to be transferred from ServiceNow customers' individual instances to a centralized ServiceNow environment, which may be located in a different data center region from the one where your instance is, and potentially to a third-party cloud provider, such as Microsoft Azure. This data is handled per ServiceNow's internal policies and procedures, including our policies available through our [CORE Compliance Portal](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0564067).{#now-assist-landing-cmdb__p_lv2_nfg_h1c}

## Data collection {#now-assist-landing-cmdb__section_y4v_wxm_xyb}

ServiceNow collects and uses the inputs, outputs, and edits to outputs of this application to develop and improve ServiceNow technologies including ServiceNow models and AI products. In addition, this application will collect incident data (for Incident Assist and Knowledge Assist) and chat transcripts (for Chat Assist). Customers can opt out of future data collection at any time, as described in the [AI Opt-Out page](https://www.servicenow.com/docs/access?context=opt-out-of-data-sharing-for-now-assist&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).

For more information, see the [ServiceNow AI documentation](https://www.servicenow.com/docs/access?context=ai-products&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).

## Available LLMs {#now-assist-landing-cmdb__section_v4n_3mj_2gc}

You can use Now LLM Service, Azure OpenAI, Google Gemini or Anthropic Claude as the AI model provider for all generative AI skills and AI agents. Use the Configuration Controls in [AI Control Tower](https://www.servicenow.com/docs/access?context=ai-model-providers&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US) to define which options are available, then set the skill-level preferences in the [AI Admin Hub console](https://www.servicenow.com/docs/access?context=manage-large-language-models&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US). For more information, see [Large language models on the ServiceNow AI Platform®](https://www.servicenow.com/docs/access?context=exploring-large-language-models&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).

## AI limitations {#now-assist-landing-cmdb__section_ivq_bzd_rcc}

This application uses artificial intelligence (AI) and machine learning, which are rapidly evolving fields of study that generate predictions based on patterns in data. As a result, this application may not
always produce accurate, complete, or appropriate information. Furthermore, there is no guarantee that this application has been fully trained or tested for your use case. To mitigate these issues, it is your responsibility
to test and evaluate your use of this application for accuracy, harm, and appropriateness for your use case, employ human oversight of output, and refrain from relying solely on AI-generated outputs for decision-making
purposes. This is especially important if you choose to deploy this application in areas with consequential impacts such as healthcare, finance, legal, employment, security, or infrastructure. You agree to abide by [ServiceNow's AI Acceptable Use Policy](https://www.servicenow.com/ai-acceptable-use-policy.html), which may be updated by ServiceNow.{#now-assist-landing-cmdb__d28292e157}

## Data processing {#now-assist-landing-cmdb__section_jvq_bzd_rcc}

This application requires data to be transferred from ServiceNow customers' individual instances to a centralized ServiceNow environment, which may be located in a different data center region from the one where your instance is, and potentially to a third-party cloud provider, such as Microsoft Azure. This data is handled per ServiceNow's internal policies and procedures, including our policies available through our [CORE Compliance Portal](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0564067).{#now-assist-landing-cmdb__d28292e184}

## Data collection {#now-assist-landing-cmdb__section_lyc_tvr_wcc}

ServiceNow collects and uses the inputs, outputs, and edits to outputs of this application to develop and improve ServiceNow technologies including ServiceNow models and AI products. Customers can opt out of future data collection at any time, as described in the [AI Opt-Out page](https://www.servicenow.com/docs/access?context=opt-out-of-data-sharing-for-now-assist&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).{#now-assist-landing-cmdb__p_ov2_nfg_h1c}

For more information, see the [ServiceNow AI documentation](https://www.servicenow.com/docs/access?context=ai-products&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).{#now-assist-landing-cmdb__p_pv2_nfg_h1c}